Experienced Customer Service Operations Specialist – Enhancing Consumer Experience through Operational Excellence and Digital Transformation

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences and driving operational excellence in the digital age. As a global leader in next-generation technology, consulting, and business process services, we enable our clients to navigate their digital transformation journey with confidence. With a strong focus on innovation, delivery excellence, and customer satisfaction, we are seeking a skilled Customer Service Operations Specialist to join our team and support our customer service operations, manage CRM tools, and enhance the consumer experience.

Job Overview

The ideal candidate will have expertise in call center processes, training, and quality assurance, with a focus on driving operational excellence and customer satisfaction. As a Customer Service Operations Specialist at blithequark, you will act as a Subject Matter Expert (SME) for Salesforce Service Cloud, assisting internal and external teams with platform usage, and coordinating and leading training initiatives to ensure process adoption. You will also support BPO partners with operational needs, training, and guidance, and handle specialized consumer requests, such as refunds, escalations, and defective claims.

Key Responsibilities

• Act as a Subject Matter Expert (SME) for Salesforce Service Cloud, assisting internal and external teams with platform usage and providing guidance on best practices.
• Coordinate and lead training initiatives, including Train-the-Trainer sessions, to ensure process adoption and knowledge transfer.
• Support BPO partners with operational needs, training, and guidance to ensure seamless collaboration and exceptional customer experiences.
• Handle specialized consumer requests, such as refunds, escalations, and defective claims, in a timely and professional manner.
• Monitor and report performance metrics (KPIs, SLAs, CSAT, AHT) to identify areas for improvement and implement process enhancements.
• Serve as a liaison between internal teams and external call center partners to ensure smooth collaboration and effective communication.
• Focus on delivering exceptional customer experiences to drive satisfaction and loyalty, and contribute to the development of strategies to improve customer engagement and retention.

Qualifications and Skills

To be successful in this role, you will need to have:

• 3–5 years of experience in customer service or call center operations, with a strong understanding of call center processes, training, and quality assurance.
• Experience in retail or BPO environments preferred, with a focus on driving operational excellence and customer satisfaction.
• Proficiency in CRM tools, particularly Salesforce Service Cloud, with the ability to provide guidance and support to internal and external teams.
• Understanding of e-commerce, KPIs, SLAs, and customer service metrics, with the ability to analyze data and identify areas for improvement.
• Strong communication skills, autonomy, and teamwork abilities, with the ability to work effectively in a fast-paced environment.
• Experience with quality assurance, process improvement, and employee training, with a focus on driving continuous improvement and excellence.
• Bachelor’s degree or equivalent experience, with a strong educational foundation in a related field.

Essential Competencies

In addition to the qualifications and skills listed above, the ideal candidate will possess:

• Strong analytical and problem-solving skills, with the ability to analyze data and identify areas for improvement.
• Excellent communication and interpersonal skills, with the ability to work effectively with internal and external teams.
• Strong leadership and coaching skills, with the ability to provide guidance and support to team members.
• Ability to work in a fast-paced environment, with a focus on delivering exceptional customer experiences and driving operational excellence.
• Strong attention to detail, with a focus on quality and accuracy in all aspects of work.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees, and offer a range of opportunities for career advancement and professional development. As a Customer Service Operations Specialist, you will have the opportunity to:

• Develop your skills and expertise in customer service operations, CRM tools, and digital transformation.
• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
• Contribute to the development of strategies to improve customer engagement and retention, and drive business growth and success.
• Participate in training and development programs, including leadership and coaching programs, to enhance your skills and knowledge.
• Take advantage of opportunities for career advancement and professional development, including promotions and lateral moves.

Work Environment and Culture

At blithequark, we are proud of our dynamic and inclusive work environment, which is built on a foundation of respect, trust, and open communication. We offer a range of benefits and perks, including:

• Competitive salary and benefits package, with opportunities for bonuses and incentives.
• Comprehensive training and development programs, including leadership and coaching programs.
• Opportunities for career advancement and professional development, including promotions and lateral moves.
• Dynamic and inclusive work environment, with a focus on teamwork and collaboration.
• Flexible work arrangements, including remote work options and flexible hours.

Compensation and Benefits

At blithequark, we offer a competitive salary and benefits package, with opportunities for bonuses and incentives. Our benefits package includes:

• Comprehensive health and dental insurance, with options for vision and life insurance.
• 401(k) or retirement savings plan, with company match and vesting schedule.
• Paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements, including remote work options and flexible hours.
• Opportunities for professional development and career advancement, including training and education programs.

Conclusion

If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences and driving operational excellence, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Operations Specialist, you will have the opportunity to work with a talented team of professionals who are dedicated to delivering exceptional customer experiences, and contribute to the growth and success of our organization. Apply now to take the first step in your career journey with blithequark!